Xfinity Store by Comcast — Local services in Morgantown

Requested an appointment due to not having internet for the entire month of December. Appointment was made (without our confirmation for Christmas Eve). We rescheduled for them to come between 8-10 today. Honestly, already a pretty generous gap of time to have to wait around for. Nobody shows up, so we contact customer service at 10. They say the tech is running late, he’ll be there in a half hour or less. It is now 11:52 am and nobody has shown up. Paying $120 for December, but haven’t had internet the entire month and they can’t get a tech out for an appointment.

Edit: same day, no explanation for why they didn’t come or let us know they weren’t coming. We had to schedule a new appointment for a 2-3 pm slot. It’s now after 3 pm and nobody has shown up. An entire day of waiting for nothing.

Edit2: hours later we finally found out after fighting to get to talk to a real person, that the reason they didn’t make the appointment this time was because a technician was injured at the last appointment. Okay, sure. If that’s true, I hope that person is okay. However, what kind of company doesn’t call if they can’t make the appointment? Or a text or email, anything would be courteous. Yet we didn’t get a call, text, nothing when they didn’t show up for the morning appointment, nor when they didn’t show up after we contacted support and they said “within a half hour”, nor for the rescheduled 2-3PM...

I went there yesterday for an internet service. A woman came to serve me. I asked to start an internet service and she refused to do that for me and asked for 2 proofs of residency, a very new home contract with my name on it and $100 deposit (without checking my credit score). I was shocked as a dozen of my friends had told me that I did not need anything except my SSN, a credit card, an ID and no deposit as my credit score was very well. I asked for the price and she said the best price for me is $70 for just 25Mb internet. I asked about the deals for new customers and she said I had to prove that I had never had a service with them and never lived with anybody who had internet service with them. And then she sneered at me. I just left the store as I knew there was something wrong with her. This morning I stopped by there again and hopefully she was not there. I asked for an internet service and the new lady there managed everything in 5 minutes. Checked my credit score and said it was very well and I did not need to left any deposit. She just checked my id and SSN and phone. No apartment contract, no proof of residency ... very routine. The only star here is for the nice lady I met today. Otherwise their customer service does not...

Xfinity as whole gets an understandably bad rap, but I've always had great experiences and great customer service going into this store. Recently, I moved into a new construction home that needed service. I decided to skip the 800 number, as I knew that would only cause frustration. One of the reps here that was familiar with the Morgantown/Fairmont area was able to explain the whole process to me, and told me that a technician should be out within a week to survey my property for service. I got a call back from her the next day, telling me my property was ready for service. An appointment was set for installation, and within 3 days, I was up and running.

Note: There is NOT a phone number to contact this store directly. It sucks, but just go into the store, especially if you're setting up or transferring service around this area. You'll get much better help than calling the 800 number. The representative I spoke with was kind enough to give me her work cell phone number to contact her, as I was worried I wouldn't get any updates on the status of my order after leaving the store, and I would have no way of following up. Thankfully, I didn't even...